The Worldwide Defect Elimination (WWDE) Science team in Amazon Customer Service builds state-of-the-art Artificial Intelligence (AI) models to enable defect-free shopping experiences for Amazon customers. We develop technology and mechanisms to discover, root cause, measure, and escalate defects for resolution before they impact a broader range of customers. We are looking for a creative problem solver and technically-skilled Applied Scientist able and interested in building AI solutions to address customer issues at scale.

The ideal candidate will lead the development of innovative solutions that identify, root cause, attribute, and summarize problems embedded in large volumes of customer feedback in different modalities. They will also utilize the latest advances in GenAI technology to explore billions of customer contacts and automate defect resolution workflows. As a part of this role, this candidate will collaborate with a large team of experts in the field and move the state of defect elimination research forward. This candidate should have a knack for leveraging AI to translate complex data insights into actionable strategies and can communicate these effectively to both technical and non-technical audiences.

Key job responsibilities
* Apply science models to extract actionable information from large volumes and varying modalities of customer feedback
* Leverage GenAI/Large Language Model (LLM) technology for scaling and automating defect elimination workflows
* Design and implement metrics to evaluate the effectiveness of AI models
* Present deep dives and analysis to both technical and non-technical stakeholders, ensuring clarity and understanding and influencing business partners
* Perform statistical analysis and statistical tests including hypothesis testing and A/B testing
* Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, and documentation


A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
The Worldwide Defect Elimination (WWDE) team's mission is to understand and resolve all issues impacting customers at scale. The WWDE Science team is a force multiplier within this group, helping to to apply science solutions to eliminate defects and enhance customer experience.

- 3+ years of building models for business application experience
- PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience
- Experience in patents or publications at top-tier peer-reviewed conferences or journals
- Experience programming in Java, C++, Python or related language
- Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing

- Experience using Unix/Linux
- Experience in professional software development

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,000/year in our lowest geographic market up to $222,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.